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Service Desk Manager CV example

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You’re used to being the first line of defence for technical support and now you’re ready to oversee a new team and put your technical expertise to good use.

But before you can do that, you need to get through to the interview stage and that requires a strong CV bursting with all your technical know-how.

So this time, let us be the ones to offer you support. Below, we’ve put together a service desk manager CV example and a detailed writing guide to help you with your application.

CV templates 

Service Desk Manager CV example

Service Desk Manager CV 1

This example CV demonstrates how to structure and format your own Service Desk Manager CV, so that it can be easily digested by busy hiring managers, and quickly prove why you are suitable for the jobs you are applying to.

It also gives you a good idea of the type of skills, experience and qualifications that you need to be highlighting in your CV.

CV builder

Service Desk Manager CV layout and format

Hiring managers and recruiters are frequently overloaded with applications, and if they can’t identify the relevant information in your CV within a few seconds, your application may be overlooked.

To avoid this, it’s essential to format and structure your CV in a manner that makes it simple to pick out the most important information, even if the reader is in a rush.

How to write a CV

Tips for formatting your Service Desk Manager CV

  • Length: While there’s no ‘official’ CV length rule, the majority of recruiters agree that less is more. Aim for two pages of A4 or less. This is just enough room to showcase your suitability to the role, without overwhelming recruiters with irrelevant or excessive content.
  • Readability : By clearly formatting your section headings (bold, or a different colour font, do the trick) and breaking up big chunks of text into snappy bullet points, time-strapped recruiters will be able to skim through your CV with ease.
  • Design: When it comes to CV design, it’s best to keep things simple and sleek. While elaborate designs certainly command attention, it’s not always for the right reasons! Readability is key, so whatever you choose to do, make sure you prioritise readability above everything.
  • Photos: Recruiters can’t factor in appearance, gender or race into the recruitment process, so a profile photo is not usually needed. However, creative employers do like to see them, so you can choose to include one if you think it will add value to your CV .

Quick tip: Creating a professional CV style can be difficult and time-consuming when using Microsoft Word or Google Docs. To create a winning CV quickly, try our quick-and-easy CV Builder and use one of their eye-catching professional CV templates.

CV formatting tips

CV structure

As you write your CV , divide and sub-head into the following sections:

  • Name and contact details – Always start with these, so employers know exactly how to get in touch with you.
  • CV profile – Add a short summary of your relevant experience, skills and achievements, which highlights your suitability.
  • Core skills section – A 2-3 columned list of your key skills.
  • Work experience – A detailed list of any relevant work experience, whether paid or voluntary.
  • Education – An overview of your academic background and any training you may have completed.
  • Hobbies and interests – A brief overview of your hobbies and interests, if they’re relevant (optional).

Now you understand the basic layout of a CV, here’s what you should include in each section of yours.

Contact Details

Contact details

Make it easy for recruiters to get in touch, by heading your CV with your contact details.

There’s no need for excessive details – just list the basics:

  • Mobile number
  • Email address – Use a professional address with no nicknames.
  • Location – Just write your general location, such as ‘London’ or ‘Cardiff’ – there’s no need to put your full address.
  • LinkedIn profile or portfolio URL

Service Desk Manager CV Profile

Your CV profile (or personal statement , if you’re an entry-level applicant) provides a brief overview of your skills, abilities and suitability for a position.

It’s ideal for busy recruiters and hiring managers, who don’t want to waste time reading unsuitable applications.

Think of it as your personal sales pitch. You’ve got just a few lines to sell yourself and prove you’re a great match for the job – make it count!

CV profile

CV profile writing tips:

  • Make it short and sharp: It might be tempting to submit a page-long CV profile, but recruiters won’t have the time to read it. To ensure every word gets read, it’s best to include high-level information only; sticking to a length of 3-5 lines.
  • Tailor it: If recruiters don’t see your suitability within a few seconds, they may close your CV straight away. Your CV profile should closely match the essential requirements listed in the job ad, so make sure to review them before you write it.
  • Don’t add an objective: If you want to discuss your career objectives, save them for your cover letter , rather than wasting valuable CV profile space.
  • Avoid generic phrases: If there’s one thing that’ll annoy a recruiter, it’s a clichè-packed CV. Focus on showcasing your hard skills, experience and the results you’ve gained in previous roles, which will impress recruiters far more.

Example CV profile for Service Desk Manager

What to include in your service desk manager cv profile.

  • Experience overview: Start with a brief summary of your relevant experience so far. How many years experience do you have? What type of companies have you worked for? What industries/sectors have you worked in? What are your specialisms?
  • Targeted skills: Employers need to know what skills you can bring to their organisation, and ideally they want to see skills that match their job vacancy. So, research your target roles thoroughly and add the most important Service Desk Manager skills to your profile.
  • Key qualifications: If the job postings require specific qualifications, it is essential to incorporate them in your profile to ensure visibility to hiring managers.

Quick tip: If you are finding it difficult to write an attention-grabbing CV profile, choose from hundreds of pre-written profiles across all industries, and add one to your CV with one click in our quick-and-easy CV Builder . All profiles are written by recruitment experts and easily tailored to suit your unique skillset.

Core skills section

Next, you should create a bullet pointed list of your core skills , formatted into 2-3 columns.

Here, you should focus on including the most important skills or knowledge listed in the job advertisement.

This will instantly prove that you’re an ideal candidate, even if a recruiter only has time to briefly scan your CV.

Core skills section CV

Important skills for your Service Desk Manager CV

Incident Management – Managing, investigating, and resolving incidents in a timely and effective manner.

Problem Management – Analysing and identifying the root cause of recurring incidents and initiating actions to prevent their reoccurrence.

Service Management Processes – Utilising knowledge of IT Service Management (ITSM) processes and frameworks such as ITIL, COBIT or ISO 20000.

Change Management – Effectively managing change requests while minimising impact on service quality.

Vendor Management – Managing relationships with external vendors, negotiating contracts, and ensuring SLAs are met.

Performance Reporting – Reporting on key performance indicators (KPIs) to senior management and stakeholders.

People Management – Managing, developing, and motivating a team of service desk analysts.

Technical Expertise – Maintaining strong knowledge of IT infrastructure, networking, and software applications.

Project Management – Planning and executing projects, defining objectives, creating project plans, and managing resources to deliver projects on time and within budget.

Quick tip: Our quick-and-easy CV Builder has thousands of in-demand skills for all industries and professions, that can be added to your CV in seconds – This will save you time and ensure you get noticed by recruiters.

Work experience section

Now it’s time to get stuck into your work experience, which should make up the bulk of your CV.

Begin with your current (or most recent) job, and work your way backwards.

If you’ve got too much experience to fit onto two pages, prioritise space for your most recent and relevant roles.

Work experience

Structuring each job

Lengthy, unbroken chunks of text is a recruiters worst nightmare, but your work experience section can easily end up looking like that if you are not careful.

To avoid this, use my tried-and-tested 3-step structure, as illustrated below:

Role descriptions

Firstly, give the reader some context by creating a punchy summary of the job as a whole.

You should mention what the purpose or goal of your role was, what team you were part of and who you reported to.

Key responsibilities

Next, write up a punchy list of your daily duties and responsibilities, using bullet points.

Wherever you can, point out how you put your hard skills and knowledge to use – especially skills which are applicable to your target role.

Key achievements

Lastly, add impact by highlight 1-3 key achievements  that you made within the role.

Struggling to think of an achievement? If it had a positive impact on your company, it counts.

For example, you might increased company profits, improved processes, or something simpler, such as going above and beyond to solve a customer’s problem.

Sample job description for Service Desk Manager CV

Responsible for managing the service desk operations and providing high-quality customer service to clients of Glide, a UK market-leading IT services provider with clients across the healthcare, retail, and education industries.

Key Responsibilities

  • Manage the daily operations of the service desk and ensure customer service excellence
  • Provide technical, 1st line support to end-users and resolve complex technical issues
  • Develop and implement IT policies and procedures to ensure compliance with ITIL practices
  • Collaborate with other external and internal IT teams to improve overall IT service delivery

Quick tip: Create impressive job descriptions easily in our quick-and-easy CV Builder by adding pre-written job phrases for every industry and career stage.

Education and qualifications

Next up, you should list your education and qualifications.

This can include your formal qualifications (a degree, A-Levels and GCSEs), as well as sector-specific Service Desk Manager qualifications and/or training.

While school leavers and recent grads should include a lot of detail here to make up for the lack of work experience, experienced candidates may benefit from a shorter education section, as your work experience section will be more important to recruiters.

Hobbies and interests

This section is entirely optional, so you’ll have to use your own judgement to figure out if it’s worth including.

If your hobbies and interests could make you appear more suitable for your dream job, then they are definitely worth adding.

Interests which are related to the industry, or hobbies like sports teams or volunteering, which display valuable transferable skills might be worth including.

Creating a strong Service Desk Manager CV requires a blend of punchy content, considered structure and format, and heavy tailoring.

By creating a punchy profile and core skills list, you’ll be able to hook recruiter’s attention and ensure your CV gets read.

Remember that research and relevance is the key to a good CV, so research your target roles before you start writing and pack your CV with relevant skills.

Best of luck with your next application!

  • • Successfully handled and resolved more than 1,000 technical issues in a quarter, ensuring business continuity.
  • • Collaborated on the implementation of new technologies that improved technical team productivity by 35%.
  • • Executed transformation projects enhancing the companies IT roadmap resulting in 25% cost reduction.
  • • Managed and trained a team of 5 junior IT support staff, increasing the efficiency by 30%.
  • • Reduced customer complaint rate by 50% by improving the technical problem-solving process.
  • • Implemented a IT onboarding process for new technologies reducing the adoption time by 40%.
  • • Implemented a new ticketing process using Jira improving the issue resolution time by 30%.
  • • Managed over 500 technical inquiries per month with a resolution rate of 98%.
  • • Played a key role in a city-wide project to upgrade all technical systems to the latest standards.

5 Service Desk Analyst Resume Examples & Guide for 2024

Customize this resume with ease using our seamless online resume builder.

All resume examples in this guide

service desk cv template

Resume Guide

Styling your service desk analyst resume: layout and format.

Designing your service desk analyst resume experience to grab recruiters' attention

Creating your service desk analyst resume skills section: balancing hard skills and soft skills

Optimizing the education and certification sections of your service desk analyst resume, summary or objective: maximizing the impact of the top third of your resume, extra sections to boost your service desk analyst resume, key takeaways.

Service Desk Analyst resume example

Service Desk Analysts often struggle with articulating the technical nature of their job in a manner that's easily understandable and appealing to non-technical hiring managers. Our guide offers detailed instructions on how to translate complex IT terminologies into simple, action-oriented language that highlights your problem-solving skills and your ability to provide excellent customer service.

Dive into our concise guide to learn how to:

  • Show your service desk analyst career's brightest moments through your resume's summary, objective, and experience sections.
  • Explore top-notch service desk analyst resume examples to understand how to distinguish yourself from other candidates.
  • Identify the most sought-after service desk analyst skills and certifications in the industry.
  • Design a structured yet unique resume layout.

Recommended reads:

  • IT System Administrator resume
  • Windows System Administrator resume
  • Product Support Specialist resume
  • Application Support Analyst resume
  • Application Support Specialist resume

Pondering the ideal length for your service desk analyst resume? Experts suggest keeping it between one and two pages. Opt for the two-page format if you boast over a decade of pertinent experience. Moreover, the resume format you choose is pivotal in showcasing your experience. Consider the:

  • Reverse-chronological resume format to spotlight your career journey;
  • Functional skill-based resume format if you're light on experience but want to emphasize skills;
  • Hybrid resume format to provide recruiters a comprehensive view of both your experience and skills.

Here are some additional tips for your service desk analyst resume layout :

  • Keep your headline straightforward: mention the job you're targeting, a notable certification abbreviation, or your professional specialty;
  • Always customize your service desk analyst resume for the specific role, aligning job requirements with your experience in various resume sections;
  • After finalizing your resume, save it as a PDF (unless instructed otherwise) to maintain its readability and layout consistency.

Upload your resume

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Consider incorporating design elements like icons or charts to enhance your resume's visual appeal and readability. But remember, the key is subtlety; don't let design overshadow content.

Key sections to include in your service desk analyst resume are:

  • The header - with your contact details (like email and phone number), a link to your portfolio, and a headline.
  • The summary (or objective) - highlighting the high points of your career so far.
  • The experience section - limit yourself to six bullets per role to focus on specific results.
  • The skills list - offering a balanced mix of your personal and professional talents.
  • Education and certification - displaying your most relevant degrees and certificates for the service desk analyst role.

What recruiters want to see on your resume:

  • Technical Proficiency: Demonstrable knowledge in IT services and systems, including software, hardware, and networks.
  • Customer Service Skills: Excellent interpersonal skills to provide top-notch customer service, both over the phone and in person.
  • Troubleshooting Abilities: Proven experience in diagnosing, troubleshooting, and resolving technical issues.
  • Incident Management: Experience with ticketing systems and familiarity with SLAs (Service Level Agreements).
  • Communication Skills: Ability to clearly explain technical issues to non-technical users.
  • How to Use Resume Lines
  • Resume in PDF or Word

Designing your service desk analyst resume experience to grab recruiters' attention

For the service desk analyst position, it's crucial to show how your expertise matches what they're looking for.

Your resume experience section can be a game-changer. Ensure you:

  • Feature roles most relevant to the service desk analyst job you're targeting.
  • Avoid diving too deep into ancient history - unless what you did a decade ago is super relevant to the service desk analyst role.
  • Structure each bullet to first describe what you did, followed by the skills you utilized, and then the impact of your efforts.
  • Quantify your achievements with numbers, possibly highlighting the broader impact on the organization.
  • Emphasize transferable skills - those you've gained in past roles that could be valuable in your new role. This showcases your unique professional value.

Crafting the experience section doesn't mean detailing every job you've ever had. Check out the service desk analyst resume samples below to see how top professionals present their experience.

  • Provided technical support to end-users, resolving over 200 hardware and software issues per month.
  • Collaborated with cross-functional teams to implement a knowledge base system, resulting in a 30% reduction in support ticket resolution time.
  • Conducted training sessions for new hires on IT processes and best practices.
  • Managed and maintained inventory of computer equipment, ensuring accurate asset tracking and timely replacements.
  • Delivered exceptional customer service, achieving a satisfaction rating of 95% from end-users.
  • Supported and administered Active Directory accounts, managing user access and permissions.
  • Performed troubleshooting and diagnosis of network connectivity issues, reducing downtime by 20%.
  • Collaborated with vendors to procure and deploy hardware and software upgrades, enhancing system performance.
  • Assisted in the implementation of an Incident Management System, streamlining ticket handling processes.
  • Provided first-level technical assistance to end-users, achieving a 85% average first-call resolution rate.
  • Created and updated documentation for standard operating procedures, enabling efficient knowledge sharing.
  • Contributed to the development of self-help resources, reducing reliance on external support by 25%.
  • Responded to service requests and incident tickets, maintaining a high level of customer satisfaction.
  • Performed hardware and software installations, ensuring compatibility and adherence to company standards.
  • Assisted in the setup and configuration of virtual desktop infrastructure, supporting remote work capabilities.
  • Collaborated with team members on IT projects, such as system upgrades and migrations.
  • Provided end-user support via phone, email, and in-person, troubleshooting technical issues effectively.
  • Administered user accounts and permissions in Active Directory and various business applications.
  • Managed and resolved incidents within defined service level agreements (SLAs).
  • Assisted in the development and implementation of an automated ticketing system, improving efficiency by 15%.
  • Coordinated with cross-functional teams to ensure timely resolution of critical incidents, minimizing business impact.
  • Developed and updated knowledge base articles to enable self-service for common IT issues.
  • Participated in the rollout of a new IT service management (ITSM) tool, improving incident tracking and reporting.
  • Conducted root cause analysis for major incidents, identifying and implementing preventive measures.
  • Provided remote support to a geographically dispersed user base, ensuring seamless access to IT services.
  • Collaborated with second and third-level technical teams to resolve complex issues within prescribed SLAs.
  • Assisted in the migration of email services to a cloud-based platform, improving reliability and scalability.
  • Implemented proactive monitoring solutions to identify and address potential system vulnerabilities.
  • Performed data analysis on support ticket trends, identifying areas for process improvement.
  • Led a team of service desk analysts, providing guidance and support for incident management.
  • Developed and conducted training programs for end-users, promoting self-help and reducing support dependency.
  • Contributed to the development of a service catalog, enhancing service request fulfillment efficiency.
  • Managed service desk operations, ensuring adherence to service level agreements and key performance indicators.
  • Implemented ITIL best practices, resulting in improved incident response and resolution times.
  • Coordinated with vendors and suppliers to ensure timely delivery of IT equipment and software licenses.
  • Participated in the evaluation and selection of a new ITSM tool, leading to enhanced service management capabilities.
  • Provided on-site support during system upgrades, minimizing user disruptions and ensuring smooth transitions.
  • Managed a team of service desk analysts, conducting performance evaluations and fostering professional growth.
  • Implemented a centralized asset management system, improving inventory tracking accuracy by 20%.
  • Developed and implemented IT policies and procedures, ensuring compliance with industry regulations.

Quantifying impact on your resume

  • Include the number of end-users you supported on a daily or monthly basis to underline the volume of work you can handle.
  • List the percentage reduction in service tickets or issues following your input, demonstrating problem-solving skills and effectiveness.
  • Mention the number of IT projects you've participated in or led, showing your project management and teamwork abilities.
  • Note the average wait time for users before and after your involvement, suggesting your ability to improve efficiency and customer satisfaction.
  • Enumerate any quantitative achievements related to system uptime or reliability, displaying your contribution to business continuity.
  • Specify the diversity in types of software, hardware, or systems you have experience with, proving your versatility and adaptability.
  • Detail the size of the team(s) you've worked within, indicating your ability to collaborate in different team dynamics.
  • Report any key performance indicators (KPIs) that you have consistently met or exceeded, showcasing your commitment to achieving objectives.

Strategies for candidates with limited or no experience

Even if you're light on experience, other facets of your service desk analyst resume can resonate with job requirements:

  • Education: Detail skills acquired that dovetail with job expectations.
  • Internships & Temporary Roles: Spotlight roles that underscore your relevant expertise.
  • Skills: Address both foundational and nuanced job qualifications.
  • Strengths & Achievements: Illuminate the distinct value you bring, even if you're newer to the industry.
  • Resume Without Work Experience
  • Resume Job Description

When detailing your career journey, there's no need to delve deep into early roles. Prioritize what resonates with recruiters. For senior positions, a decade-long retrospective can effectively illustrate your evolution.

Recruiters hiring for service desk analyst roles are always keen on hiring candidates with relevant technical and people talents.

Hard skills or technical ones are quite beneficial for the industry - as they refer to your competency with particular software and technologies.

Meanwhile, your soft (or people) skills are quite crucial to yours and the company's professional growth as they detail how you'd cooperate and interact in your potential environment.

Here's how to describe your hard and soft skill set in your service desk analyst resume:

  • Consider what the key job requirements are and list those towards the top of your skills section.
  • Think of individual, specific skills that help you stand out amongst competitors, and detail how they've helped you succeed in the past.
  • Look to the future of the industry and list all software/ technologies which are forward-facing.
  • Create a separate, technical skills section to supplement your experience and further align with the service desk analyst job advert.

Find the perfect balance between your resume hard and soft skills with our two lists.

Top skills for your service desk analyst resume

ITIL Knowledge

Issue Tracking Systems (like JIRA)

Knowledge of Operating Systems (Windows, MacOS, Linux)

Troubleshooting Hardware/Software Issues

Understanding of Network Technologies (LAN, WAN, VPN)

Familiarity with Cloud Platforms (AWS, Azure, Google Cloud)

Ticketing System Experience (like ServiceNow)

Remote Desktop Tools

Basic Programming Knowledge

Cybersecurity Principles

Problem Solving

Communication Skills

Customer Service Orientation

Time Management


Attention to Detail

Teamwork and Collaboration

Critical Thinking


Consider dedicating a separate skills section on your service desk analyst resume to showcase your technical proficiencies, especially if you want to highlight specific software expertise.

Your education and certification sections can be game-changers on your service desk analyst resume, showcasing your commitment to professional growth.

For the education section :

  • Highlight advanced education, noting the institution and duration.
  • If you're currently studying, mention your expected graduation date.
  • Exclude degrees that don't align with the job's requirements.
  • If relevant, delve into your academic journey, spotlighting significant achievements.

When listing degrees and certifications:

  • Feature those directly relevant to the role.
  • Highlight recent and significant knowledge or certifications at the top of your resume.
  • Provide essential details like the issuing institution and dates for credibility.
  • Avoid listing irrelevant degrees or certifications, such as your high school diploma or unrelated specializations.

Remember, even if you're tempted to omit your education or certifications, they can offer a competitive edge, signaling a long-term commitment to the industry.

Best certifications to list on your resume

  • CompTIA A+ - CompTIA
  • MCSA: Windows 10 - Microsoft
  • CCNA Routing and Switching - Cisco
  • ITIL Foundation - ITIL
  • AWS Certified SysOps Administrator - Amazon Web Services

If you're in the process of obtaining your certificate or degree, list the expected date you're supposed to graduate or be certified.

  • Expected Graduation Date Resume
  • Activities Resume for College

The top third of your service desk analyst resume is crucial. It's often the first thing recruiters see and can set the tone for the rest of your application.

Whether you choose a resume summary or a resume objective , make it count. The former is great for showcasing career highlights, while the latter balances your achievements with your future aspirations.

Both should be tailored to the role, as there's no universal approach to crafting the perfect service desk analyst summary or objective. Use the examples below as a starting point.

Resume summary and objective examples for a service desk analyst resume

  • With an impressive 10-year career in IT support, this professional comes equipped with a firm grasp of troubleshooting frameworks and exceptional interpersonal skills. Having collaborated on various high-stake projects at IBM, they played a pivotal role in achieving a 98% customer satisfaction rate in their previous position.
  • A seasoned software engineer from Google, transitioning into service desk analysis after discovering a passion for providing technical assistance. Wields an extensive knowledge of programming languages and has consistently been praised for their ability to swiftly resolve complex system issues. Their crowning achievement includes reducing system down-time by 20%.
  • An accomplished financial analyst from Amazon, now seeking to leverage their analytical prowess in the realm of service desk analysis. They possess a strong background in problem-solving and data interpretation, having led a team that significantly improved operational efficiency by 30%, using data-driven strategies in their former role.
  • Holding 7 years of experience in telecommunications, this applicant is no stranger to handling intricate technical inquiries and complex problem resolution. During their tenure at Verizon, they were instrumental in enhancing the efficiency of customer-facing applications while achieving a commendable reduction in backend errors.
  • Certified in ITIL practices and armed with a Computer Science degree, this recent graduate is eager to embark on a Service Desk Analyst career path. Aiming to apply exceptional problem-solving skills and a deep understanding of technology to efficiently resolve user issues and contribute to company growth.
  • Aspiring to initiate a career as a Service Desk Analyst, this individual brings forth a robust academic foundation in Information Technology. They are eager to employ their advanced knowledge of networking principles and hardware diagnosis, as well as their outstanding communication skills, to aid in the facilitation of smooth operations within a dynamic tech environment.

Recruiters love candidates who offer more. Share your personality or extra industry credentials. Consider adding:

  • Projects showcasing standout work.
  • Top awards or recognitions.
  • Relevant publications .
  • Hobbies and interests that reveal more about you.
  • Your resume's layout should be both visually appealing and content-rich.
  • Emphasize achievements that resonate with the job's requirements.
  • Detail your skills, both technical and interpersonal, with real-world examples.
  • Ensure the top section of your resume provides a clear snapshot of who you are and what you offer.
  • When detailing experience, focus on tasks, actions, and their outcomes.

service desk analyst resume example

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  1. 5 Service Desk Analyst Resume Examples & Guide for 2024

    Creating your service desk analyst resume skills section: balancing hard skills and soft skills. Optimizing the education and certification sections of your service desk analyst resume. Summary or objective: maximizing the impact of the top third of your resume. Extra sections to boost your service desk analyst resume.